RMA Instructions

How to Return Equipment or Components Via the RMA Process
  1. Obtain an RMA Number
    To obtain the required RMA number:
    Phone: 703-318-4350
    Email: rmaadmin@encorenetworks.com
  2. Ensure that all equipment and/or components you are returning are wrapped in packaging resistant to electrostatic discharge (ESD).
  3. Ensure that all equipment and/or components you are returning are packed in sturdy containers (preferably the original containers).
  4. Clearly mark the RMA number on the outside of the return shipping container(s).
  5. Send returns to the following address:
    • Encore Networks Inc.
      3800 Concorde Parkway
      Suite #1500
      Chantilly, VA 20151
      Attn: [RMA number you were assigned]
    • You are responsible for all costs associated with the return (e.g., shipping carrier, customs, etc.). Outside the United States, the costs are for round-trip shipments for all items. Inside the United States, the costs are one-way for warranted items and round-trip for non-warranted items.
    • Unless otherwise specified, Encore Networks uses ground transportation for return shipments in the United States, Canada, and Mexico, and elsewhere where ground shipment is feasible. If you request a method other than ground shipment, you must pay return shipping costs. If you specify another method of shipment, you must specify the courier and provide your customer account number with the courier.
    • Shipments must be door to door. Freight, duties, and taxes must be prepaid. When filling out the shipper’s paperwork, please indicate the “Encore Networks Shipping and Receiving Manager” as the contact, and provide Encore Networks’ main telephone number, 703-318-7750.
  6. Ensure that any other paperwork or correspondence you send with the returned equipment reflects your Encore Networks RMA number.

IMPORTANT NOTICE
RMA numbers are valid for thirty (30) days from the date of issuance in the U.S., Canada, and Mexico, and for sixty (60) days in all other countries. If Encore Networks does not receive the equipment to which the RMA number has been assigned within the allowed time frame, the RMA will be closed, and any equipment received bearing this RMA number after the expiration date will be refused. Neglecting to follow any or all of the above instructions may result in refusal to accept a returned item and/or a charge for repair, regardless of warranty status.

Note: For international shipments please include a copy of your customs invoice with your shipment.

Additional Costs That May Be Assessed During Repair

No Fault Found Fee
Regardless of the warranty status of the product, a $250 charged will be assessed if no fault requiring repair is found. Prepayment is required before the item will returned.

Unrepairable Fee for Out-of-Warranty Items
All out-of-warranty items returned for repair are subject to a $60 per hour diagnostic fee, with a two-hour minimum and a four-hour maximum per item. If the item is unrepairable, you will be notified and given the option of either having us return the equipment to you, at your expense, or providing us with a written authorization to scrap the equipment at our premises. You will be invoiced for the diagnostic fees for the unrepairable item.

If you have any questions or concerns, please contact:
Technical Services
3800 Concorde Parkway
Suite #1500
Chantilly, VA 20151
Tel: (703) 318-4350
Fax: (703) 787-4625
Email: support@encorenetworks.com

Before Submitting an RMA Request

Caution: if we can find no fault with your equipment, you will be assessed a fee of $250 per unit or card, whether or not the item is still under warranty. A purchase order or prepayment for this charge will be required before we can return the equipment to you under these circumstances.